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Supervisor- Snapper, Webagent, Teams, Supervisor functionality & Wallboards

This course will demonstrate how to use the features and functionality of the Snapper tool, Webagent and Teams. Users will be able to log in and out of the UCC and understand the various features available to them. It also demonstrates the integration with the telephony features in Teams.

Supervisors will also be shown how to monitor agents calls and change agent status. They will also be shown the web wallboard/ inflight wallboard.

Duration 90 minutes per session
Group Size Up to 10 people per session
Prerequisite No Prerequisite
Course type Contact centre supervisor
Training Room Prerequisites Meeting Room
1 phone per person
1 PC per person (with Snapper and Teams Installed)
Remote Training Requirements Sessions will be hosted using either Webex or Microsoft Teams sessions

Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams

Note This Should take place before a cut over

Course Content

Upon successful completion, delegates will be able to:

Snapper

  • Understand how Teams and Snapper are integrated and which tasks to perform in each
  • Understand the key features of the Snapper, including:
    • Logging on and off the UCC
    • Overview of the main dashboard and the data available
    • Change your status and choose a ‘Reason Code’
    • Agents tab overview
    • Calls tab overview
    • How to pick up a call from the queue
    • How to make a call from the UCC vs Skype
    • Changing Reason Codes
  • Functionality only available to supervisors:
    • Listen, Speak and Whisper : how they work and when to use them
    • Change the ‘Presence Status’ of an agent.
    • Change the ‘Reason Code’ for an agent
    • How to access the Wallboard
    • Overview of the Wallboard and what statistics are available

Webagent

  • Logging in to WebAgent
  • Logging in to UCC
  • Changing Reason Code
  • Call Handling
  • Timeline
  • Classifications

Teams

  • Answering a call
  • Understanding the Call Window & Call Controls
    • Place callers on hold
    • Place callers on mute
  • Transfer
    • Unsupervised Transfer calls
    • Supervised Transfer
    • Cancelling a transfer

Wallboard

  • Open/Start wallboard
  • Understand data
  • Understand different Wallboards
  • Web Wallboard
  • Inflight Wallboard

Supervisor functionality

  • Supervisor assistance- Listen/Whisper/Speak
  • Change an Agents Presence Status/Reason code

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